Customer Resolution Representative

Wells Fargo & Company • San Antonio, TX

1d • Hybrid

About The Position

Wells Fargo is seeking a Customer Resolution Representative to join the Case Management team in the Estate Care Center department as part of Global Operations. Learn more about the career areas and lines of business at wellsfargojobs.com. In this role, you will: Support internal and external customers with inquiries and complaints regarding financial products and services Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online Perform moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags, and classify risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards Receive direction from supervisors, and escalate non-routine client concerns to more experienced individuals Interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly

Requirements

• 2+ years of contact experience in a Financial Services environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Nice To Haves

• 2+ year of Call Center experience
• Ability to read and interpret legal documents
• Excellent written and verbal communication skills
• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
• Ability to achieve high production and quality standards
• Ability to work effectively in structured but flexible, adaptable and changing, call center environment
• Ability to research and correspond with customers, responding to their questions and concerns with detailed information
• Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
• Ability to work effectively, as well as independently, in a team environment

Responsibilities

• Support internal and external customers with inquiries and complaints regarding financial products and services
• Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online
• Perform moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags, and classify risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards
• Receive direction from supervisors, and escalate non-routine client concerns to more experienced individuals
• Interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action
• Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed